Update 5 Alpha 2: Revs up Performance to Satisfy Ramp-up Service Demands

[jofer]

Great news, been battling with high CPU problems after network interruptions.

 

[dlarson]

I think you have misunderstood the way Skill Based Routing works. The way it works in our implementation is that, that while there are agents in Skill Group A available (not ringing, logged in, not on another call, etc), when a call comes into the Queue, the call will remain in Skill Group A until it is answered, or until the Agents in Skill Group A are not available.
If this happens, then the call will go to Skill Group B.

To clarify, the call will not go to Skill Group B after a certain timeout.

The change log was referring to a different bug which was fixed. What you are experiencing, if I understand correctly, is how we intended for it to work.

The general logic is, if you want the call to go to Skill Group B, Skill Group A agents should either be on a call or Logged Out.

This decision makes skill-based routing useless to us and probably many others. What happens when one agent in Skill Group A, perhaps offsite, forgets to set his status to unavailable? Calls may ring there forever until the caller decides to hang up. If this is way you want it to work, then why is there a "Ring Time" setting when you choose one of the skill-based routing strategies? I think the ring time setting should be used to determine when an agent is not going to pick up and move on to the next step like it does with other strategies.

 

[RemoMeyer]

This decision makes skill-based routing useless to us and probably many others. What happens when one agent in Skill Group A, perhaps offsite, forgets to set his status to unavailable? Calls may ring there forever until the caller decides to hang up. If this is way you want it to work, then why is there a "Ring Time" setting when you choose one of the skill-based routing strategies? I think the ring time setting should be used to determine when an agent is not going to pick up and move on to the next step like it does with other strategies.

That's exactly waht I want to say. There are so many scenarios that a Timeout is needed, we would like to use this, but with the current settings is impossible.